<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2218-3620</journal-id>
<journal-title><![CDATA[Revista Universidad y Sociedad]]></journal-title>
<abbrev-journal-title><![CDATA[Universidad y Sociedad]]></abbrev-journal-title>
<issn>2218-3620</issn>
<publisher>
<publisher-name><![CDATA[Editorial "Universo Sur"]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2218-36202020000400064</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Modelos causales como ayuda a la comprensión de sistemas complejos: análisis de los factores críticos de éxito en el desarrollo de chatbots]]></article-title>
<article-title xml:lang="en"><![CDATA[Causal models as an aid to understanding complex systems: analysis of critical success factors in the development of chatbots]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Quiroz Martínez]]></surname>
<given-names><![CDATA[Miguel Ángel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Mora Mora]]></surname>
<given-names><![CDATA[Joseline]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Medina Gruezo]]></surname>
<given-names><![CDATA[Julissa]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Leyva Vázquez]]></surname>
<given-names><![CDATA[Maikel Yelandi]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Politécnica Salesiana  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Ecuador</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>08</month>
<year>2020</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>08</month>
<year>2020</year>
</pub-date>
<volume>12</volume>
<numero>4</numero>
<fpage>64</fpage>
<lpage>72</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S2218-36202020000400064&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S2218-36202020000400064&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S2218-36202020000400064&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN Se analizó los factores que son considerados claves al momento de desarrollar chatbots logrando que la implementación sea eficaz y eficiente; es decir que logre el objetivo para el cual es creado. El análisis se llevó a cabo a partir de técnicas de investigación como entrevistas a expertos en desarrollo de chatbots. Se utilizó el método deductivo para analizar la información de los artículos referenciados. Con ayuda de modelos causales y mapas cognitivos difusos se pudo deducir y conocer como los factores afectan en cada uno de los escenarios planteados.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT We analyzed the factors that are considered key when developing chatbots, making the implementation effective and efficient; that is, that it achieves the objective for which it is created. The analysis was carried out using research techniques such as interviews with experts in chatbots development. The deductive method was used to analyse the information of the referenced articles. With the help of causal models and fuzzy cognitive maps it was possible to deduce and know how the factors affect each of the proposed scenarios.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Mapas cognitivos difusos]]></kwd>
<kwd lng="es"><![CDATA[factores críticos de éxito]]></kwd>
<kwd lng="es"><![CDATA[chatbots]]></kwd>
<kwd lng="es"><![CDATA[causalidad]]></kwd>
<kwd lng="es"><![CDATA[Covid-19]]></kwd>
<kwd lng="en"><![CDATA[Fuzzy cognitive maps]]></kwd>
<kwd lng="en"><![CDATA[critical success factors]]></kwd>
<kwd lng="en"><![CDATA[chatbots]]></kwd>
<kwd lng="en"><![CDATA[causality]]></kwd>
<kwd lng="en"><![CDATA[Covid-19]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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